Software Support Tier I

About the Role

• Software Support Tier I role serves as the first point of contact for customers experiencing issues with the organization's software, hardware, and services.
• Essential for ensuring positive customer interactions and timely resolution of problems, which directly affects customer satisfaction and operational continuity for pharmacy clients.
• Fully Remote Job.

Key Responsibilities

• Respond to daily customer inquiries via calls and emails concerning software and hardware issues.
• Provide user support for company-supported applications and platforms.
• Independently troubleshoot and resolve software issues.
• Guide users through diagnostic and troubleshooting processes using relevant tools.
• Document all customer interactions and issue resolutions accurately in the internal ticketing system.
• Collaborate with account managers, support leads, and development teams on complex issues.

Requirements & Tech Stack

• Proficiency with Microsoft Office Suite.
• Capability to utilize case history in customer support.
• Experience with internal ticketing system (implied).

Qualifications

• Associate degree in computer science, business management, or related field preferred; high school diploma or equivalent required with relevant experience.
• Strong oral and written communication skills.
• Effective interpersonal, active listening, de-escalation, and empathy skills.
• Analytical and problem-solving abilities to identify and resolve product-related issues.
• Ability to collaborate within a team environment.
• Clear and concise documentation skills.
• Self-motivated to learn about the organization’s products and the pharmaceutical industry.
• Ability to manage multiple tasks, prioritize, and work with minimal supervision.
• Flexibility to work occasional after-hours and rotating weekend shifts.
• High professionalism and strong personal interaction skills.
• Previous call center experience supporting pharmacy management software (preferred).
• Experience as a pharmacy technician or similar role (preferred).

Compensation

• Anticipated pay range: $22 to $26 per hour.
• Eligible for an annual target bonus of 4%.
• Actual compensation will depend on experience, skills, qualifications, and location.

Benefits & Perks

• Paid time off.
• Medical, dental, and vision insurance.
• 401(k) retirement plan with 5% company match.
• Fitness bonus.
• Professional development opportunities.
• Programs supporting overall well-being.